Norfolk & Suffolk Dementia Alliance Care Homes Workshop

Kesgrave Conference Centre

17th April 2012

New way of working for assessment & care management

services

A simpler response

• We have used System thinking to make sure that we can meet the demand that adult social care teams face

• We are working on the principle that the customer will deal with as few people as possible

• Where other teams are involved we have made the interface as simple as possible

A more effective response

• We have built our new design around the following customer purpose

• Listen to me & take me seriously• Work with me to:

– give me information (including how much it will cost me) to make informed choices

– offer practical help & support– to resolve my difficulties (& keep me safe)

• Tell me the truth, what you will do and when• Remember me: remember my story

• We have rebuilt our teams into neighbourhood and specialist teams, and created more effective links with Customer First.

Home First Customer First

Ipswich Hospital

(complex)

Ipswich Hospital

(complex)

WS Hosp Complex

Ipswich Hospital Triage W. Suffolk Hospital TriageAdult Social Care: Area StructureApril 2012

A faster response

• Teams have worked to reduce waiting lists

• We have cut out bureaucracy so that decisions can be made faster

• We have built our teams so that the customer does not get passed from person to person

• Each team is clear about its role and how it works with others

What do the teams do?

Customer First Teams Providing social care services where the issues can be resolved fairly quickly

Neighbourhood Teams Working in a local patch, providing social care services where issues take a little longer to resolve or where ongoing contact is needed

Developing a wider understanding of the wider services available in the area.

Learning Disability and Transition Teams

Providing a social work service for people with a learning disability or who are coming through transitions

Dementia Teams Providing a social work service for people who have dementia.

What do the teams do?

Business support An integral part of the teams supporting practitioners and processes

Hospital triage Getting people successfully home after a stay in hospital where the issues are straightforward

Hospital complex Getting people successfully home after a stay in hospital where the issues are more complex

Placements Working with the social work teams to source care provision

Financial Assessment Working out how much customers have to pay towards the cost of their care